Job Description

Ensures all SoP's are adhered to and we provide "Care like no Other"

Every customer has a warm & caring experience aligned with the Service Experience Plan.

A Customer Journey:

- Builds rapport with customers from the very first meeting; understands the customers stated and unstated requirements; subtly link MH offerings with those expectations.

- Converts the prospectives into lifelong customers.

- Provides relevant information - Facility tour | procedure | medical management | financials - transparently to build the relationship.

- Highlights the benefits, value adds, safety and service protocols that have been designed to provide superior care, stay, category of room etc when engaging in the financial negotiation.

- Based on the customer profile, up-sell and cross sell.

- If financial assistance required, coordinate with concerned authority.

- Deposit details & payment terms to be clarified to the patient.

- Counsel on do's and don'ts.

- Follow up with customers who have not come back for booking.

- Follow up calls for: upcoming EDD; delivery package; bed booking.

- Organize Events end to end : Maternity Photo shoot; baby shower.

- Follow up to ensure attendance for complimentary classes.

- Keep the Management updated regarding all feedback , service gaps , customer perception of our products, packages, offers.

- Own any issues the customer may encounter & ensure prompt recovery by respective team.

- Actively work with coordinating departments to close the gaps to ensure the service experience constantly meets expectations.

- Track CRM leads.

- Maintains productivity data as per schedule - per doctor EDD tracker; monthly delivery tracker;

- Accurately update patient conversions sources - referral channels, Marketing Initiatives

- Capture Data of all prospectives and HIS updation ; forward reports based on defined parameters to enable decision making and focus.

- Be alert and identify source markets and corporate references.

- To be constantly updated on competition activity - rates, products , discounts.

- If patient has rates of other hospitals, seek information.

- Participate in all activities scheduled by Corporate - meetings, performance reviews, trainings, assessments.

- Offer suggestions periodically for improved productivity, based on customer expectations, market offering, and opportunities as yet not explored.

A Consultant Management :

- Keep Consultants informed regarding their confirmed referral appointments.

- Keep the doctors (treating and referral) informed about the ongoing status of the patient.

- Engage with visiting consultants, build rapport and assurance to ensure MH is the hospital of choice.

- Maintain a cordial and professional relationship with Consultants.

A Responsible for Outstanding Service Experience Delivery:

- Ensures personal grooming as per standard; maintain discipline and decorum.

- Contributes to implementation of the Service Vision

- Ensures team delivers care like no other ~ coordinates with support service departments to ensure customers are comfortable and services are as per standard.

- Manage the feedback system : maintain scores for Google review; NPS & Customer satisfaction.

Job Type: Full-time

Schedule:

• Day shift

Work Location: In person